Straight to Voice Mail

[RCorrigan]

I have a Skillset with 8 agents assigned (7 @ pty1 & 1 @ pty2) ... even when there are agents logged in & available (verified in GRTD) customers dialling in are being routed straight to Voice Mail.
The customers are using an 0845 number that is CDN routed to the skillset (as opposed to ddi calls to the agent.
Not sure where to start looking so any pointers would be most appreciated.

 

[ipeology]

post your script here.

 

[RCorrigan]

Formatting is a bit dodgy but ......

/*----------------------------------------------------------------------*/
/* Title:*/
IF FirstLoop = TRUE THEN
EXECUTE TreatmentAssignment
END IF


IF QueuedToHigh = TRUE THEN
EXECUTE CallQueueLow
END IF


/* Queue the call to High priority skillsets. If no agents logged into high priority skillsets then queue to low priority */


/*Block Call Route CDN High{0}*/
WHERE CDN EQUALS
VALUE 7720 :

/*Block Out of Service High*/
IF OUT OF SERVICE Jeanswear_UK THEN
ASSIGN FALSE TO QueuedToHigh
EXECUTE CallQueueLow
END IF
/*End Block*/

/*Block CDNQueuetoHighSkillset1 [Jeanswear_UK]*/
QUEUE TO SKILLSET Jeanswear_UK BY LONGEST IDLE AGENT WITH PRIORITY 2
/*End Block*/


/* Required to let ASM update the TFE service properly*/
WAIT 2

/*TR_Block Overflow by Queued Call Count High*/
IF (QUEUED CALL COUNT Jeanswear_UK > 3600) THEN
EXECUTE CallQueueLow
END IF
/*TR_End Block*/

END WHERE
/*Block End*/


ASSIGN TRUE TO QueuedToHigh
EXECUTE TreatmentAssignment

SECTION CallQueueLow

/* If the Overflow period has not elasped yet or if the call has already been */
/* queued to the low skillset then we can jump straight to assigning the treatment script */
IF QueuedToLow = TRUE THEN
EXECUTE TreatmentAssignment
END IF

/* Callers will be queued to the low priority skillset(s), if the low priority skillset(s) is out of service, callers will be immediately queued to the Default skillset */
/* The agent that has been idle the longest in the low priority skillset(s), with the highest priority in that skillset, will answer the call */

/*Block Call Route CDN Low*/
WHERE CDN EQUALS
VALUE 7720 :

IF NOT QUEUED THEN
ASSIGN TRUE TO DoInHoursOOS
EXECUTE TreatmentAssignment
END IF

END WHERE
/*Block End*/

ASSIGN TRUE TO QueuedToLow



/******************************************************************************************************************************/
SECTION TreatmentAssignment

/*This section is for assigning application IDs to CDNs for reporting purposes. */

/*Block CDN Treatments*/
WHERE CDN EQUALS
VALUE 7720: EXECUTE SCRIPT Jeanswear_UK_TR
END WHERE
/*Block End*/

 

[ErwinStevanus]

1. which part of the script does the routing to voicemail?
is it the TreatmentAssignment section?

2. what type is the FirstLoop call variable and what is the initial value? If the value is TRUE, it will skip the sript and will not queue to any of the skillsets.

 

[sandyml]

Have heard of problems using CDNs that begin with a "0" -- you may have to use another CDN and IDC to it if necessary. Can you test this with a CDN that begins with another number?